SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 12 records in this selection sit outside that — quotes, projects and planned installs, plus 3 calls billed time and materials. They stay visible for volume context.
Service performance
55 eligible records in this yearAverage first response
4.0 hr
Target 8 hours from logged to responded
Average resolution
1.4 days
Open records excluded from the average
SLA achievement
92.6%
4 call(s) over the 8-hour target
First-time fix
69.1%
Where the source records the field
Volume
Contract calls
55
67 calls logged in the period
Off contract
3
£1,326.75 chargeable
Open / closed
2 / 65
Across the selected period
Data-quality gaps
1
Contract calls with no response time recorded
Support volume trend
Event measure summed per month
Records are counted in the bucket containing their logged date.
Category breakdown
Eligible records only
55
records
- Email10
- Hardware9
- User admin8
- Network8
- Microsoft 3656
- Security4
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 55 | 3.99 hr | 92.6% | 4 | 12 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Karen Taylor | 10 | 1.10 hr | 100% | 0 |
| Kelly Gregory | 6 | 1.61 hr | 100% | 0 |
| Barry Ebbs | 6 | 8.46 hr | 83% | 1 |
| (Not recorded) | 5 | 5.33 hr | 80% | 1 |
| Anne-Marie Cable | 5 | 2.47 hr | 100% | 0 |
| Stacey Thomas | 5 | 9.47 hr | 80% | 1 |
| Daniel Blacker | 4 | 2.25 hr | 100% | 0 |
| Damian Armstrong | 4 | 1.00 hr | 100% | 0 |
| Aiden Higgins | 3 | 0.69 hr | 100% | 0 |
| Julie Herbert | 2 | 5.54 hr | 100% | 0 |
| Chloe Dempsey | 2 | 15.81 hr | 50% | 1 |
| Rachael Parkin | 2 | 0.18 hr | 100% | 0 |
4 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 34.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308323 | Barry Ebbs | WatchGuard T35 | 2026-01-12 11:16 | 41.99 hr | +34.0 | AB | Toner replacement |
| 308360 | Stacey Thomas | Samsung Galaxy S23 | 2026-05-04 11:41 | 34.80 hr | +26.8 | BK | Suspicious sign-in review |
| 308330 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-02-12 08:54 | 31.30 hr | +23.3 | KB | Suspicious sign-in review |
| 308355 | (Not recorded) | Lenovo ThinkCentre M70q | 2026-04-20 13:51 | 19.10 hr | +11.1 | AB | Name change request |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Email / Microsoft 365 | 4 | 23 Mar 2026 – 01 Jul 2026 |
| Karen Taylor | Hardware | 3 | 04 Feb 2026 – 26 Feb 2026 |
| Karen Taylor | Email / Microsoft 365 | 3 | 28 Feb 2026 – 03 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 3 | 28 Apr 2026 – 30 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProBook 450 G6 | Email / Microsoft 365 | 5 | 23 Mar 2026 – 03 Aug 2026 |
| Apple MacBook Pro 14 | Hardware | 4 | 04 Feb 2026 – 19 Jun 2026 |
| Apple MacBook Pro 14 | Monitoring / server / security | 4 | 12 Feb 2026 – 02 Jun 2026 |
| Dell OptiPlex 7010 | User administration | 3 | 16 Feb 2026 – 22 May 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
67 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ELL410-100198 | 20 Aug 2026 | Incident · excluded | Phishing report triage Security · BK · Remote | P3 | Resolved | — | — | n/a |
| ELL410-100197 | 18 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Branch | P3 | Resolved | 4.12 hr | 2.5 days | Met |
| ELL410-100196 | 17 Aug 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P2 | In Progress | — | — | n/a |
| ELL410-100195 | 14 Aug 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P3 | Closed | 0.29 hr | 2.4 days | Met |
| ELL410-100194 | 07 Aug 2026 | Service Request | Restore request Backup · SE · Head Office | P3 | Resolved | 0.27 hr | 2.4 days | Met |
| ELL410-100193 | 03 Aug 2026 | Service Request | Distribution list change Email · ML · Branch | P3 | Resolved | 3.88 hr | 2.1 days | Met |
| ELL410-100192 | 30 Jul 2026 | Service Request | Switch port fault Network · BK · Head Office | P2 | Closed | 0.11 hr | 11.0 hr | Met |
| ELL410-100191 | 24 Jul 2026 | Incident | Voicemail not delivering Telephony · BK · Remote | P3 | Closed | 6.79 hr | 1.4 days | Met |
| ELL410-100190 | 15 Jul 2026 | Quote · excluded | Database timeout Line of business app · AB · Head Office | P4 | Closed | — | — | n/a |
| ELL410-100189 | 13 Jul 2026 | Planned Install · excluded | Restore request Backup · SE · Head Office | P3 | In Progress | — | — | n/a |
| ELL410-100188 | 10 Jul 2026 | Incident | Mailbox delegation Email · AB · Head Office | P2 | Closed | 2.53 hr | 5.4 hr | Met |
| ELL410-100187 | 01 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P4 | Closed | 1.41 hr | 1.7 days | Met |
| ELL410-100186 | 29 Jun 2026 | Change | Wi-Fi dropouts in warehouse Network · AB · Head Office | P2 | Closed | 0.20 hr | 1.7 days | Met |
| ELL410-100185 | 26 Jun 2026 | Incident | Slow VPN Network · SE · Branch | P1 | Resolved | 1.08 hr | 12.8 hr | Met |
| ELL410-100184 | 19 Jun 2026 | Service Request | Replacement keyboard Hardware · AB · Head Office | P2 | Closed | 3.36 hr | 2.0 days | Met |
| ELL410-100183 | 18 Jun 2026 | Incident | Name change request User admin · SE · Head Office | P2 | Closed | 1.14 hr | 0.3 hr | Met |
| ELL410-100182 | 11 Jun 2026 | Incident | Printer offline Printing · AB · Branch | P2 | Closed | 2.61 hr | 1.0 days | Met |
| ELL410-100181 | 09 Jun 2026 | Service Request | Message quarantined Email · AB · Remote | P2 | Resolved | 5.89 hr | 1.7 days | Met |
| ELL410-100180 | 07 Jun 2026 | Incident | Backup capacity review Backup · AB · Head Office | P1 | Closed | 0.32 hr | 2.3 hr | Met |
| ELL410-100179 | 04 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Branch | P3 | Closed | 2.07 hr | 16.9 hr | Met |
| ELL410-100178 | 02 Jun 2026 | Service Request | Site offline Network · AB · Head Office | P3 | Resolved | 0.61 hr | 8.0 hr | Met |
| ELL410-100177 | 31 May 2026 | Incident | Toner replacement Printing · TAG · Head Office | P2 | Closed | 1.23 hr | 2.4 days | Met |
| ELL410-100176 | 28 May 2026 | Quote · excluded | Printer offline Printing · ML · Head Office | P3 | Closed | — | — | n/a |
| ELL410-100175 | 26 May 2026 | Incident | Spoofed email reported Email · BK · Head Office | P3 | Closed | 1.11 hr | 1.5 days | Met |
| ELL410-100174 | 22 May 2026 | Incident | Permission change User admin · BK · Head Office | P2 | Resolved | 1.89 hr | 11.2 hr | Met |
| ELL410-100173 | 07 May 2026 | Incident | Message quarantined Email · KB · Branch | P3 | Closed | 0.98 hr | 9.5 hr | Met |
| ELL410-100172 | 06 May 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P3 | Resolved | 1.23 hr | 1.6 days | Met |
| ELL410-100171 | 04 May 2026 | Change | Suspicious sign-in review Security · BK · Head Office | P3 | Closed | 34.80 hr | 1.5 days | Missed |
| ELL410-100170 | 02 May 2026 | Service Request | Scan to email failing Printing · ML · Head Office | P2 | Closed | 0.20 hr | 1.6 days | Met |
| ELL410-100169 | 01 May 2026 | Quote · excluded | Voicemail not delivering Telephony · TAG · Head Office | P2 | Closed | — | — | n/a |
| ELL410-100168 | 28 Apr 2026 | Incident | Slow VPN Network · ML · Head Office | P4 | Closed | 3.70 hr | 2.2 days | Met |
| ELL410-100167 | 21 Apr 2026 | Incident | Switch port fault Network · KB · Head Office | P3 | Resolved | 5.51 hr | 2.4 days | Met |
| ELL410-100166 | 20 Apr 2026 | Service Request | Name change request User admin · AB · Remote | P4 | Resolved | 19.10 hr | 1.6 days | Missed |
| ELL410-100165 | 17 Apr 2026 | Incident | Mailbox delegation Email · KB · Site 2 | P4 | Closed | 0.16 hr | 21.8 hr | Met |
| ELL410-100164 | 16 Apr 2026 | Incident | Permission change User admin · KB · Head Office | P3 | Closed | 2.89 hr | 4.3 hr | Met |
| ELL410-100163 | 15 Apr 2026 | Incident | Replacement keyboard Hardware · ML · Remote | P2 | Resolved | 1.29 hr | 1.7 days | Met |
| ELL410-100162 | 10 Apr 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P3 | Closed | 0.15 hr | 12.3 hr | Met |
| ELL410-100161 | 09 Apr 2026 | Service Request · excluded | Printer offline Printing · ML · Head Office | P3 | Resolved | — | — | n/a |
| ELL410-100160 | 06 Apr 2026 | Project · excluded | MFA reset Security · ML · Branch | P2 | Resolved | — | — | n/a |
| ELL410-100159 | 03 Apr 2026 | Service Request | Retention change Backup · SE · Head Office | P4 | Closed | 4.71 hr | 2.2 days | Met |
| ELL410-100158 | 30 Mar 2026 | Incident | Permission change User admin · ML · Head Office | P3 | Resolved | 0.30 hr | 2.3 days | Met |
| ELL410-100157 | 29 Mar 2026 | Change | Spoofed email reported Email · AB · Remote | P3 | Resolved | 0.87 hr | 2.4 days | Met |
| ELL410-100156 | 27 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Branch | P2 | Closed | 1.22 hr | 19.7 hr | Met |
| ELL410-100155 | 25 Mar 2026 | Service Request | Distribution list change Email · KB · Branch | P3 | Closed | 0.24 hr | 17.5 hr | Met |
| ELL410-100154 | 24 Mar 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P4 | Resolved | 3.30 hr | 1.6 days | Met |
| ELL410-100153 | 23 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Head Office | P3 | Resolved | 4.13 hr | 2.8 hr | Met |
| ELL410-100152 | 20 Mar 2026 | Incident | Mailbox delegation Email · AB · Head Office | P4 | Resolved | 0.47 hr | 1.2 days | Met |
| ELL410-100151 | 19 Mar 2026 | Incident | Restore request Backup · AB · Head Office | P3 | Resolved | 1.09 hr | 17.8 hr | Met |
| ELL410-100150 | 11 Mar 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P4 | Resolved | 1.43 hr | 5.9 hr | Met |
| ELL410-100149 | 28 Feb 2026 | Service Request | Outlook not syncing Microsoft 365 · SE · Branch | P3 | Resolved | 1.35 hr | 2.4 days | Met |
| ELL410-100148 | 27 Feb 2026 | Change | Application crash on launch Line of business app · AB · Remote | P4 | Closed | 0.49 hr | 2.1 days | Met |
| ELL410-100147 | 26 Feb 2026 | Service Request | Laptop will not boot Hardware · TAG · Head Office | P4 | Closed | 0.22 hr | 1.0 days | Met |
| ELL410-100146 | 24 Feb 2026 | Incident | Distribution list change Email · BK · Branch | P3 | Closed | 3.47 hr | 1.8 days | Met |
| ELL410-100145 | 23 Feb 2026 | Service Request | Permission change User admin · ML · Head Office | P4 | Resolved | 0.17 hr | 1.8 days | Met |
| ELL410-100144 | 20 Feb 2026 | Incident · excluded | Leaver process User admin · TAG · Head Office | P3 | Closed | — | — | n/a |
| ELL410-100143 | 17 Feb 2026 | Project · excluded | Database timeout Line of business app · ML · Site 2 | P3 | Closed | — | — | n/a |
| ELL410-100142 | 16 Feb 2026 | Service Request | Permission change User admin · KB · Head Office | P3 | Closed | 0.28 hr | 1.5 days | Met |
| ELL410-100141 | 12 Feb 2026 | Service Request | Suspicious sign-in review Security · KB · Head Office | P2 | Resolved | 31.30 hr | 1.9 days | Missed |
| ELL410-100140 | 06 Feb 2026 | Incident | Site offline Network · BK · Head Office | P4 | Closed | 0.97 hr | 2.2 days | Met |
| ELL410-100139 | 05 Feb 2026 | Incident | Laptop will not boot Hardware · BK · Branch | P4 | Resolved | 0.43 hr | 1.9 days | Met |
| ELL410-100138 | 04 Feb 2026 | Service Request | Laptop will not boot Hardware · SE · Head Office | P1 | Closed | — | — | n/a |
| ELL410-100137 | 02 Feb 2026 | Project · excluded | New starter setup User admin · ML · Head Office | P3 | Resolved | — | — | n/a |
| ELL410-100136 | 29 Jan 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Branch | P2 | Resolved | 4.30 hr | 22.6 hr | Met |
| ELL410-100135 | 27 Jan 2026 | Quote · excluded | Database timeout Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| ELL410-100134 | 12 Jan 2026 | Incident | Toner replacement Printing · AB · Head Office | P2 | Resolved | 41.99 hr | 1.1 days | Missed |
| ELL410-100133 | 06 Jan 2026 | Incident | MFA reset Security · KB · Branch | P4 | Closed | 0.77 hr | 1.3 days | Met |
| ELL410-100132 | 02 Jan 2026 | Service Request | New starter setup User admin · BK · Head Office | P3 | Closed | 1.28 hr | 1.2 days | Met |
iHow these figures are calculatedShow
Eligibility uses the structured record type from the source system, never free-text title matching. Excluded types: Quote, Project, Planned Install (rule version sla-rules v2.0). Records with no captured response time are left out of averages and reported as a data-quality count. Worked example: if nine eligible records respond within one hour and one quote stays open for fourteen days, the quote contributes nothing to the response-time denominator and does not move the average.